| Sun ONE Instant Messaging 6.1 |
Appendix D
Troubleshooting Instant MessagingThis chapter lists the common problems that might occur during installation and deployment of Sun ONE Instant Messaging. The log information generated by the various system components on their operation can be extremely useful when trying to isolate or troubleshoot a problem. For details and more information on logging, refer to the section Managing Logging. This section lists the various log files with their default locations on Solaris.
The Multiplexor and Server logs are in the files mux.log and server.log respectively, by default these files are in the directory /var/opt/SUNWiim/default/log. The logging level for Multiplexor and Server log files is controlled in the iim.conf configuration file using the properties iim.log.iim_mux.severity and iim.log.iim_mux.severity. These properties can have the following values:
Logging configuration in portal deployments is determined by the com.iplanet.services.debug.level property. This property can contain the following values:
Table D-1 shows the location for the desktop and archive log files.
Logging information for the Messenger client can be obtained by enabling logging output from the Java Web Start application manager or the Java plug-in manager.
Listed below are some problems and their possible causes and the clues for troubleshooting these problems:
The Messenger client does not load or start
Connection refused and timed out
Instant Messaging content is not archived
Server-to-server communication fails to start
Catastrophic Error Leaves Server in an Inconsistent State
The Messenger client does not load or start
The following are the possible causes for this problem:
Where to get the necessary information:
Connection refused and timed out
The following are the possible causes for this problem:
Where to get the necessary information:
Authentication errors
The following are the possible causes for this problem:
Where to get the necessary information:
IM channel display error
The following are the possible causes for this problem:
- Authentication error when the server cannot validate the session token.
- Instant Messaging channel is not configured properly. For example, incorrect Instant Messaging server host and/or port.
- Plug-in or Java Web Start is not installed or is not functional.
- End user not found and the Instant Messaging server cannot find the end user in the LDAP lookup.
Where to get the necessary information:
Instant Messaging content is not archived
The following are the possible causes for this problem:
Where to get the necessary information:
Server-to-server communication fails to start
The following are the possible causes for this problem:
Where get the necessary information:
The necessary information can be obtained from the two Instant Messaging server log files.
Catastrophic Error Leaves Server in an Inconsistent State
If a catastrophic error occurs while installing or uninstalling Sun ONE Instant Messaging, the system might be left in an inconsistent state. This results in both install and uninstall being unable to complete. In this circumstance, you must manually remove all the Sun ONE Instant Messaging components so that a fresh install can be attempted. The clean up procedure consists of removing packages and registry information.
- Back up any information you might need in a future installation. See "Backing Up Instant Messaging Data".
- Manually edit the product registry information.
- For Solaris 9, issue the following command:
prodreg(1)
- For all other systems:
- Access and edit the productregistry XML file from the following locations:
- From the preceding files, perform the following:
on all platforms, remove
- all Sun ONE Instant Messaging XML elements:
on Unix, remove the following packages or RPMs if they are still present:
- SUNWiim
- SUNWiimm
- SUNWiimd
- SUNWiimid
- SUNWiimc
- SUNWiimjd
on Windows, remove the following registry key and its subkeys:
HKEY_LOCAL_MACHINE\\Software\\Sun Microsystems\\Instant Messaging\\6.
